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MVNOs provide better services, claims German consumer study

Disappointing news for German mobile operators--the services provided by their MVNOs are rated higher by consumers than those available from the main networks themselves.

Having surveyed nearly 3,000 consumers, the market research firm ServiceValue identified the MVNO Fonic as being the leading overall service provider followed by Aldi Talk, Simyo, Tchibo Mobil and blau.de. The first mobile operator was found in sixth place--O2 Germany, while Vodafone Germany was rated as ninth and E-Plus tenth.

ServiceValue said that the main reason Fonic lead the rating was due to its clear product position and website. "Few markets are characterised by such irritations as the mobile phone market, which applies to both customers and suppliers," said Dr. Claus Dethloff, MD of ServiceValue.

Interestingly, ServiceValue also claimed that the survey found that consumers measured the price/quality ration as the most important overall service quality.

"Being successful in the highly competitive mobile phone market may not be measured only by the price, instead the focus must be on a service optimised for the needs of customers," said a ServiceValue researcher.